A customer service representative contacted the customer and advised the customer that he did not qualify for the promotion that he saw online since the promotion was for new customers only The representative informed the customer that when you go online, the details of the offer state that the offer is for new customers who are signing a contract and have never had the services before The representative also advised that the flier is just an advertisement flier it is not address or account specific but sent out at randomThe representative reviewed with the customer available options available to him when renewing his contractTthe customer did not want any of those options but preferred the pricing that was for new customers only The representative reminded the customer that he doesn't qualify for that offer and we would not be able to provide him with that
Please be advised, Verizon Online Tech Support spoke with the consumer on and repaired the Fcable pair ensuring dial tone was okay to the consumer’s home Verizon has applied credit to the consumers account according to the trouble historyThe adjustment will appear on the following months statementVerizon apologizes for any inconvenience caused surrounding this matter
According to company records the refund due for [redacted] under account# [redacted] was $This refund was processed on and sent directly to the customer’s bank accountThe customer has been provided contact information should he have additional concerns
Please be advised, Verizon has reviewed the consumers accountRecords reflect the modem/equipment was received by Verizon on 8/*/Verizon has adjusted the consumers account in fullTotal amount adjusted $The balance now owing on the account is $Verizon apologizes for any inconvenience caused surrounding this matter
Verizon's position remains the sameThe Early Termination Fee will not be waived The change was shown on [redacted] invoice, and he also sent an email confirming the addition of the new term
We sincerely apologize for the trouble and inconvenience the customer have experiencedI have been asked to resolve this issueAccount number is [redacted] This account has been sold to a Third Party AgencyThis is no longer a Verizon account or Verizon debtWe have an equipment credit order for Digital Adapter -$and HD DVR -$dated Therefore, Verizon did in fact credit you for equipment you were previously billed for
Please be advised Verizon has tried to make contact with [redacted] to educate him on the email re received in reference to paying $for a maintenance or to purchase a Verizon router or one of his own with no success
Please be advised Verizon has fixed the glitch in the system that was not allowing [redacted] to access his account onlineI spoke to [redacted] and he advised he can now access his account online
A Specialist was able to reach the customer on August [redacted] to discuss returning his equipment He advised the customer that he would send a return box so that the customer could return his equipment.According to our records, the customer disconnected his services on March [redacted] and a return kit was sent the same day The customer was charged an Unreturned Equipment Charge of $for the HD Set-Top Box and $for the Wireless Router on his June [redacted] final bill The collection notice has been pulled back for days while pending return of the equipment Once the equipment is returned the notice will be pulled back completely
We spoke with [redacted] and he advised he upgraded to 100/for $more, but after installed and tech left, he wasn't getting speed, was slower than had priorHe advised after speaking with technicians and still couldn't get resolved, was told speed wasn't compatible with computerCustomer decided to downgrade back to speed had before, 50/50, but was told wouldn't pay would pay Customer advised that he didn't believe that it is fair due to Verizon couldn't give him thespeed that was sold to himThe customer advised that he shouldn't be stuck with slower speed and now have to pay higher rateI apologized to customer and advised previous representative added the $for months, and I added the $credit to cover box (equipment) Advised he will still base price as $but with the discounts and taxes, will bring bill back down to $including taxesAdvised customer will still be paying same as beforeSame contract, contract doesn't expire until November Advised customer at that time then he would have to renew bundle to see what's availableCustomer okAdvised customer Hbo free for months is due to expire November 14, If keep would pay $moreHe advised, we can removed that, has showtimeSent confirmation email, went over in detail pricing and discountsCustomer is all setOk to close
Please be advised Verizon record showed no calls prior to October **, requesting to disconnect the services Based off this information no credits have been applied to the accountI was unable to reach [redacted] and sent the attached letter as our responseWe trust this provides your office with the information required in this matterThank you, MsM [redacted] SrAnalyst Verizon Executive Relations
On Verizon Appeals Billing representative spoke with [redacted] who was insisting that Verizon credit his Early Termination Fee (ETF) of $135.00, waive the $activation fee, and give him a rate of $for the entire monthsThe representative advised [redacted] she would be willing to credit his ETF, but it has not yet appeared on a billThen [redacted] would only be responsible for the activation feeThe representative cannot give the customer an offer that doesn't exist, so the promo is $for months 1-12, then $for months 13- [redacted] asked if Verizon had a year contract, and the representative advised is not offered [redacted] said he will talk to the representative again when they credit the ETF on his billThe representative will follow up next month to review his final bill and credit the ETF if billed Joyce D***Verizon Executive Relations SrAnalyst###-###-####
Upon receipt of the complaint filed Verizon reviewed the consumer's account The consumer expressed concern regarding a Verizon charge of $to send a technician to their home to upgrade their FiOS internet service On the consumer contacted Verizon to upgrade their FiOS internet speed and was advised at the time the order was placed there is a $one-time fee for the FiOS Internet Upgrade Verizon also sent the consumer an email on that provided a detail explanation of their changes and the charges to make the changes Verizon advised the consumer the $fee is for the technician to come out and upgrade the ONT which is required to obtain the higher FiOS internet speed We also advised the consumer we do not offer the ONT upgrade or replacement as a self-install option therefore a technician is required The $charge is on the consumer’s 6/*/bill and the charge is sustained Verizon’s position remains the same
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedVerizon responded to our concerns and has fully made us wholeThank you for your advocacy on our behalf! Sincerely, [redacted]
Verizon has made attempts to reach the customer to discuss his concernsThe calls have been unsuccessfulVerizon is able to make accommodations but will need to speak with the customer prior to making any changesThe customer has been left messages providing contact information
This issue was thoroughly reviewed, investigated and discussedThe customer was given the option of a $ [redacted] Gift Card or an [redacted] Gift CardAccording to our records, the customer chose the *** Gift CardThe *** Gift Card was sent to the address on file for the customer which was activated on February **, In addition, the customer called to inquire of the balance on the Gift Card on April **, April [redacted] and May *, No further action is requiredThis is our final position
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Dear [redacted] ,Verizon has investigated the matters linked to this complaint and has found that we are unable to analyze billing for this account because it is now with a collections agencyThe address where service was provided for this account was [redacted] **.This account has now been sold to Debt Recovery Solutions Unfortunately, it is no longer a Verizon account Any questions or disputes must now be addressed to Debt Recovery Solutions at ###-###-####I have advised [redacted] to contact the collections agency and to ask them about their process of handling this disputeI have also left my work number with [redacted] so that I can still assist her with this specific caseWe hope this information assists you with this complaint
Verizon reviewed the customer's account and found that the on line order incorrectly reflected premium channels free for months because the account was not eligible for that promotionIn order to honor the promotion, we changed the Fully Loaded Entertainment Pack to the Premium Entertainment Value Pack for $per monthTo offset the charge for months, the customer will see the $Pick Your Premium Discount on the bill and a recurring adjustment of $will post to the account after the bill generatesVerizon apologizes for any inconvenience the customer experienced as a result of this matter
Our records show that the change from Select HD to Ultimate was placed via remote control on The customer was charged $for the router for months, October through February bills A billing representative issued a credit of $for these router charges for months
A customer service representative contacted the customer and advised the customer that he did not qualify for the promotion that he saw online since the promotion was for new customers only The representative informed the customer that when you go online, the details of the offer state that the offer is for new customers who are signing a contract and have never had the services before The representative also advised that the flier is just an advertisement flier it is not address or account specific but sent out at randomThe representative reviewed with the customer available options available to him when renewing his contractTthe customer did not want any of those options but preferred the pricing that was for new customers only The representative reminded the customer that he doesn't qualify for that offer and we would not be able to provide him with that
Please be advised, Verizon Online Tech Support spoke with the consumer on and repaired the Fcable pair ensuring dial tone was okay to the consumer’s home Verizon has applied credit to the consumers account according to the trouble historyThe adjustment will appear on the following months statementVerizon apologizes for any inconvenience caused surrounding this matter
According to company records the refund due for [redacted] under account# [redacted] was $This refund was processed on and sent directly to the customer’s bank accountThe customer has been provided contact information should he have additional concerns
Please be advised, Verizon has reviewed the consumers accountRecords reflect the modem/equipment was received by Verizon on 8/*/Verizon has adjusted the consumers account in fullTotal amount adjusted $The balance now owing on the account is $Verizon apologizes for any inconvenience caused surrounding this matter
Verizon's position remains the sameThe Early Termination Fee will not be waived The change was shown on [redacted] invoice, and he also sent an email confirming the addition of the new term
We sincerely apologize for the trouble and inconvenience the customer have experiencedI have been asked to resolve this issueAccount number is [redacted] This account has been sold to a Third Party AgencyThis is no longer a Verizon account or Verizon debtWe have an equipment credit order for Digital Adapter -$and HD DVR -$dated Therefore, Verizon did in fact credit you for equipment you were previously billed for
Please be advised Verizon has tried to make contact with [redacted] to educate him on the email re received in reference to paying $for a maintenance or to purchase a Verizon router or one of his own with no success
Please be advised Verizon has fixed the glitch in the system that was not allowing [redacted] to access his account onlineI spoke to [redacted] and he advised he can now access his account online
A Specialist was able to reach the customer on August [redacted] to discuss returning his equipment He advised the customer that he would send a return box so that the customer could return his equipment.According to our records, the customer disconnected his services on March [redacted] and a return kit was sent the same day The customer was charged an Unreturned Equipment Charge of $for the HD Set-Top Box and $for the Wireless Router on his June [redacted] final bill The collection notice has been pulled back for days while pending return of the equipment Once the equipment is returned the notice will be pulled back completely
We spoke with [redacted] and he advised he upgraded to 100/for $more, but after installed and tech left, he wasn't getting speed, was slower than had priorHe advised after speaking with technicians and still couldn't get resolved, was told speed wasn't compatible with computerCustomer decided to downgrade back to speed had before, 50/50, but was told wouldn't pay would pay Customer advised that he didn't believe that it is fair due to Verizon couldn't give him thespeed that was sold to himThe customer advised that he shouldn't be stuck with slower speed and now have to pay higher rateI apologized to customer and advised previous representative added the $for months, and I added the $credit to cover box (equipment) Advised he will still base price as $but with the discounts and taxes, will bring bill back down to $including taxesAdvised customer will still be paying same as beforeSame contract, contract doesn't expire until November Advised customer at that time then he would have to renew bundle to see what's availableCustomer okAdvised customer Hbo free for months is due to expire November 14, If keep would pay $moreHe advised, we can removed that, has showtimeSent confirmation email, went over in detail pricing and discountsCustomer is all setOk to close
Please be advised Verizon record showed no calls prior to October **, requesting to disconnect the services Based off this information no credits have been applied to the accountI was unable to reach [redacted] and sent the attached letter as our responseWe trust this provides your office with the information required in this matterThank you, MsM [redacted] SrAnalyst Verizon Executive Relations
On Verizon Appeals Billing representative spoke with [redacted] who was insisting that Verizon credit his Early Termination Fee (ETF) of $135.00, waive the $activation fee, and give him a rate of $for the entire monthsThe representative advised [redacted] she would be willing to credit his ETF, but it has not yet appeared on a billThen [redacted] would only be responsible for the activation feeThe representative cannot give the customer an offer that doesn't exist, so the promo is $for months 1-12, then $for months 13- [redacted] asked if Verizon had a year contract, and the representative advised is not offered [redacted] said he will talk to the representative again when they credit the ETF on his billThe representative will follow up next month to review his final bill and credit the ETF if billed Joyce D***Verizon Executive Relations SrAnalyst###-###-####
Upon receipt of the complaint filed Verizon reviewed the consumer's account The consumer expressed concern regarding a Verizon charge of $to send a technician to their home to upgrade their FiOS internet service On the consumer contacted Verizon to upgrade their FiOS internet speed and was advised at the time the order was placed there is a $one-time fee for the FiOS Internet Upgrade Verizon also sent the consumer an email on that provided a detail explanation of their changes and the charges to make the changes Verizon advised the consumer the $fee is for the technician to come out and upgrade the ONT which is required to obtain the higher FiOS internet speed We also advised the consumer we do not offer the ONT upgrade or replacement as a self-install option therefore a technician is required The $charge is on the consumer’s 6/*/bill and the charge is sustained Verizon’s position remains the same
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedVerizon responded to our concerns and has fully made us wholeThank you for your advocacy on our behalf! Sincerely, [redacted]
Verizon has made attempts to reach the customer to discuss his concernsThe calls have been unsuccessfulVerizon is able to make accommodations but will need to speak with the customer prior to making any changesThe customer has been left messages providing contact information
This issue was thoroughly reviewed, investigated and discussedThe customer was given the option of a $ [redacted] Gift Card or an [redacted] Gift CardAccording to our records, the customer chose the *** Gift CardThe *** Gift Card was sent to the address on file for the customer which was activated on February **, In addition, the customer called to inquire of the balance on the Gift Card on April **, April [redacted] and May *, No further action is requiredThis is our final position
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Dear [redacted] ,Verizon has investigated the matters linked to this complaint and has found that we are unable to analyze billing for this account because it is now with a collections agencyThe address where service was provided for this account was [redacted] **.This account has now been sold to Debt Recovery Solutions Unfortunately, it is no longer a Verizon account Any questions or disputes must now be addressed to Debt Recovery Solutions at ###-###-####I have advised [redacted] to contact the collections agency and to ask them about their process of handling this disputeI have also left my work number with [redacted] so that I can still assist her with this specific caseWe hope this information assists you with this complaint
Verizon reviewed the customer's account and found that the on line order incorrectly reflected premium channels free for months because the account was not eligible for that promotionIn order to honor the promotion, we changed the Fully Loaded Entertainment Pack to the Premium Entertainment Value Pack for $per monthTo offset the charge for months, the customer will see the $Pick Your Premium Discount on the bill and a recurring adjustment of $will post to the account after the bill generatesVerizon apologizes for any inconvenience the customer experienced as a result of this matter
Our records show that the change from Select HD to Ultimate was placed via remote control on The customer was charged $for the router for months, October through February bills A billing representative issued a credit of $for these router charges for months